Shetler-Derby Moving & Storage - Atlas Van Lines 6701 Cane Run Road, Louisville, KY 40258

"Lost a lot of our items in our military move. To include military awards, family photos, and baby ultrasounds like we will never get back"

"Awesome people who moved in my stuff. The guys were very professional and even helped the guy that was there to set up my ramp unload some pieces( it was an elderly man) they were very detailed oriented and they both were even patient with my autistic daughter and her needs for low volume. 10/10 would use this company again."

"Every time I go there, they are very helpful and willing to teach techniques. 10/10 would recommend for your moving needs!"

"I will preface that my feedback only covers the process to get everything set up, as I did not end up completing my move with this company. The good: When I was able to be in contact with employees, they were polite and knowledgeable. The bad: communication and responsiveness were an issue in my experience. I reached out in April to inquire about a July move in order to have everything set to go by the time of my move in mid-July. Although I was told I would be contacted in a few days, I reached out again almost 2 weeks later after not hearing from them. Once I finally got an appointment time to get the quote, I was told I would receive a paper copy of the quote by the end of the day. Again I heard nothing for about a week until I reached out to ask about it, at which time I was sent the quote. I confirmed my intent to move forward and participated in the virtual walkthrough to finalize the estimate. I was sent the final estimate, confirmed I wanted to move forward and was told I would recieve a duplicate copy of the estimate to lock it in. Again I was told to expect a pdf of the estimate and again it was not sent in a timely manner - I had to request it before it was sent to me. At that time I was also told that they hadn't found a truck yet to take my things and I asked what would happen if they couldn't find a truck by that time. I was informed that they would still pick up on that day and store it until they had a driver. I again confirmed my intent to move forward. It was my understanding that everything was set - I had the final, locked in estimate with the pick up and delivery dates, and had stated my intent to move forward. However, I was recently (a week before my move) informed that they, for some reason, did not think I intended to move forward and had not worked on the scheduling. It was said it was because I failed to sign the estimate, which I was never instructed to do. There was never follow up with me indicating any confusion on their end (asking if I changed my mind or letting me know that they were missing my signature), and I never indicated I was no longer interested in moving forward. I was disappointed that it seemed I was expected to know their processes without them giving explicit instructions on their expectations. This left me in a challenging situation to find a way to move (across country) in the middle of busy moving time with short notice. Luckily I was able to work out a new plan for my move. All that is to say, I have mixed feelings about my experience. When I was able to talk to staff, my interactions were positive. They were polite, personable, and had good information to share. However, due to challenges in communication, I was not able to move forward in my move with them, and I was left in a sticky situation."

"In 17 years of military service, I have moved 8 times. This pack and move has been the worst experience. The crew they sent was late everyday, and didn’t bother to call and inform me of their delay. They threw my household good items in a box with no packing tissue and filled the boxes as much as they could so they wouldn’t have to move more boxes. My boxes were not labeled and items were mixed from the bathrooms with living room and my kids bedroom items. The crew had an argument with their boss on speaker in my kitchen and two crew members stated how they were quitting after this job. When I received my items, I had broken lamps, books shelves, washing machine and furniture. Why send a crew that put in their notice and had was so disgruntled about working? They had no intention to provide good customer service since they were going to quit anyway. I hope the Army drops this contract soon so another family doesn’t have to deal with this stress."